HP 8620 Firmware Downgrade Needed

[MD500_Pilot]

I have an 8620 All-In-One printer/scanner/copier.

It was working fine and a message came up saying that there was a new firmware update available. I went ahead and applied the firmware update (new version 1828A). Once the firmware had been updated I started having immediate printing problems. 

My problems started immediately after the firmware update so I am guessing that the update corrupted the firmware.

I need to downgrade the firmware or force a reinstallation of the new firmware. When I attempt to redo the firmware update now it simply says I already have the latest firmware.

[senan6806]

@MD500_Pilot

A warm welcome to HP Support Community!

Most recent hp printers does not allow firmware downgrade. They have built in code that checks the version of the download and will not accept any firmware that is earlier than the current version. 

Are you able to copy documents?

How is the printer connected, USB or Wireless?

Any error when you try to print?

[MD500_Pilot]

Thank You @Senan6806

Anything that prints have the exact same problem. I can scan and fax with no problem at all, but trying to copy, running the local printer test (from the printer itself), attempting to print the self-print test, head alignment, etc all fail with the exact same issue - the same lines are printed exactly 6 times each and every time.

I get no errors when I try to print or copy, it just does not print correctly. I am connected wirelessly from all of the computers in the house, but since I cannot copy or print reports locally from the printer, I know the driver is not the problem.

This problem occurred immediately after upgrading to the latest firmware and my printer is 2 months out of warranty, so if I cannot downgrade (or force a re-upgrade) then the printer is bound for the trash and I doubt that I will be buying another HP if a simple firmware upgrade can cause the printer to stop working and HP has no way to help me reinstall the firmware.

[senan6806]

@MD500_Pilot

You are welcome! Power resetting the printer and then performing an automated/manual cleaning may resolve the issue. Let's try these steps:

1) Make sure this printer is plugged into a direct wall, not a surge protector

2) Remove all of your ink cartridges from the printer and close the door

3) Remove the power cord from the back of the printer (Do no press the power button)

4) Clean the ink cartridges, refer to step 4 from this document.

5) Plug the power cord back into the printer

6) Wait for the printer to turn on completely, then install the ink cartridges.

7) On the printer control panel, swipe the display to scroll to Setup, and then touch the Setup icon (). The Setup menu displays.

😎 Swipe the display to scroll to Tools, and then touch Tools.

9) Touch Clean Printhead, and then touch Continue. When prompted touch Clean Again or OK to continue the next level of cleaning. Repeat these steps for the third cleaning stage.

Let me know how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

[MD500_Pilot]

Hi Senan6806 - 

When I talked to technical support on the phone they walked me through cleaning the printhead. They also walked me through hitting the back button six times to bring up the special reset button and doing a couple of the resets there. As I told them, cleaning has nothing to do with the printer printing the exact same line six times over and over again. 

What I need is a way to downgrade the firmware or force an upgrade to the firmware overwriting the existing firmware. I know the capability exists as there was a method put out when HP decided to change the firmware for the ink cartridge issue when HP decided that only HP ink could be used in their printers. There was a manual method  to downgrade the firmware on the affected printers.

This is the same thing I need now, a method to downgrade to a firmware that works and try the upgrade again, or a means to force the upgrade to overwrite the existing firmware.

Cleaning the printheads (again) won't fix a firmware issue. 

Thank You

[senan6806]

@MD500_Pilot

Firmware version 1828A removes outdated supplies authentication measures that may prevent the printer from working with certain ink supplies that contain non-HP security chips. You may download the firmware update from here, try flashing the printer firmware using a USB connection. 

[MD500_Pilot]

Thank you, I have already tried this update. It just keeps telling me that the printer already has this version of firmware.

[senan6806]

@MD500_Pilot

You are welcome, I'm afraid, you have to call HP Support for further help. You may use the following steps to contact your regional HP Support:

1) Click on this link.

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6) Fill the web-form and proceed further.

[MD500_Pilot]

Thank You, but I started with over an hour on the phone with HP support. They could not help me out and suggested that I ask here since this is a community forum and someone might have a different answer. I appreciate your suggestions, but they were all tried with HP support on the phone. I am looking for a "thinking out of the box" kind of solution. This was a fantastic printer, I hate to throw it away simply because the firmware load failed. 

[senan6806]

@MD500_Pilot

Hopefully someone from HP Community will be able to suggest a possible solution that you are looking for. If not then the only option is to get the printer services or replaced. 

If you ever require any technical assistance, feel free to reach out to us. Have a great day!